MC/OC Division of Labor on Maintenance Coordination + Workflows

The following document explains the division of labor + workflows for maintenance-related work between the OC and the MC.

Overview

Purpose:

Ensure clean handoff, clear ownership, and consistent communication between the Maintenance Coordinator (MC) and Operations Coordinator (OC) for all maintenance-related tasks.

Applies To:

  • Maintenance requests
  • Make-readies
  • Vendor bills and payments
  • Emergency and non-emergency work orders
  • Weekend coverage and reporting

Simplified Explanation:

  • MC handles all work orders received Sunday 5pm through Friday 5pm.
  • OC handles emergencies received Friday 5pm through Sunday 5pm.
  • OC handles initial troubleshooting + vendor assignment for emergencies. OC only acknowledges receipt on nonemergencies and leaves them to be picked up by the MC on the following Monday.
  • MC takes over on all work orders starting 8am on Monday.
  • OC does not touch any maintenance work Monday through Friday.

Weekday Workflow (Mon–Fri)

Owner: MC (Fred Fornilos)

Schedule: MC handles items received from 5pm Sunday through Friday 5pm.

Steps:

  1. Monitor all incoming maintenance requests via AppFolio, info@, leasing@, and phone.
  2. Respond to tenants and vendors directly.
  3. Schedule vendors, troubleshoot issues, and manage progress.
  4. Forward any vendor invoices to LC/OC for payment processing.
  5. Support LC on utilities/photos for makereadies.
  6. Update property notes in AppFolio upon completion.

Notes:

  • OC does not handle any maintenance during these days.
  • If MC is unavailable (PTO or holiday), management will assign backup coverage on a case-by-case basis.
  • MC leaves all pre-existing work orders as-is on Friday at 5pm, and picks up the work again on Monday 8am. OC does not touch those pre-existing work orders over the weekend.

Weekend Workflow (Sat–Sun)

Owner: OC (Paulo Dela Peña)

Channels to Monitor:

Schedule:

  • OC handles all items received after 5pm on Friday through 5pm on Sunday.

Steps:

A. Emergency Work Orders

  1. When an emergency comes in (fire, gas, flood, blood), call the tenant immediately.
  2. Conduct initial troubleshooting; if needed, assign a vendor directly.
  3. CC the MC on all emails and include a short summary of actions taken.
  4. Track progress through AppFolio and ensure vendor acknowledgment.
  5. Add all emergency actions to the Sunday report (see section 5).

B. Non-Emergency Work Orders

  1. Acknowledge receipt with tenant (email or call).
  2. Inform tenant that the MC will handle their request on Monday.
  3. CC the MC on all correspondence.
  4. Include the item in the Sunday report.
  5. Do not assign vendors unless it becomes an emergency.
  6. Allow MC to fully take over on all work orders when they return on Monday.

C. Weekend Bill Payments

  1. Process vendor invoices as directed by MC or LC.
  2. Confirm payment status and file confirmation email in shared folder or AppFolio.

Sunday Handoff Report

Each Sunday at ~5pm, OC will send a report to the MC of any items that the MC needs to take over + actions taken on work orders.  

Recipient: MC + APM

Timing: Before signing off each Sunday

Report Must Include:

  • List of all work orders received (emergency + non-emergency)
  • Tenant name, property address, and brief issue summary
  • Actions taken (troubleshooting, vendor assigned, communication sent)
  • Status of each ticket (resolved, pending vendor, pending MC)

Monday Morning Handoff

Owner: MC

Steps:

  1. Review OC’s Sunday report and AppFolio tickets. Take over on all work orders.
  2. Contact tenants and vendors for follow-up or scheduling.
  3. Update AppFolio status notes accordingly.
  4. Close out completed work orders and confirm all vendor payments have been forwarded to LC/OC.

Communication & Escalation Rules

Purpose: Ensure all maintenance communication routes correctly and no requests are missed.

Rules:

  • All maintenance emails: OC to CC the MC on all maintenance communications over the weekend.
  • All emergency actions: OC must CC MC immediately and summarize in Sunday report.
  • All vendor contacts: Include MC on email or note in AppFolio.
  • Weekend tenant calls: OC must return call, troubleshoot, and email tenant confirmation.
  • If vendor unreachable: Escalate to Property Manager.
  • After-hours Friday: OC assumes responsibility when he signs on Saturday 8am.
  • Monday 8am: All active tickets revert fully to MC. OC takes them off their radar completely and allows MC to manage the work orders to completion.  
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